Health and Disability Services Complaints Office 2015-16 Annual Report 1
Health and Disability Services Complaints Office 2015-16 Annual Report 2
About this report
Welcome to the Health and Disability Services Complaints Office (HaDSCO)
2015-16 Annual Report. The report provides an overview of the work undertaken by
the Office including how we have contributed to the improvement of health, disability
and mental health services in Western Australia in this reporting year.
This report has been prepared in accordance with the Western Australian Public
Sector Annual Reporting Framework, as well as our Disability Access and Inclusion
Plan (DAIP). It was created using in-house staff resources.
The report is available in printable and electronic viewing formats to optimise
accessibility and ease of navigation. It is downloadable from our website
www.hadsco.wa.gov.au. On request, this report can be made available in alternative
formats to meet the needs of people with visual impairment. Such requests should
be directed to the Communications and Engagement Manager on (08) 6551 7620 or
Requests to reproduce any content from this report should be directed to the
Communications and Engagement Manager on (08) 6551 7620 or
[email protected]. When reproduced, content must not be altered in any way
and acknowledgements must be appropriately made.
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1. Preliminaries In this section we provide a brief introduction to our 2015-16 Annual Report.
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Health and Disability Services Complaints Office 2015-16 Annual Report 4
1.1. Statement of compliance
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Contact details
Health and Disability Services Complaints Office 2015-16 Annual Report 6
1.2. Contents
About this report .......................................................................................................... 2
1. Preliminaries ....................................................................................................... 3
1.1. Statement of compliance ...................................................................................... 4
1.2. Contents ............................................................................................................... 6
2. Office overview ................................................................................................... 9
2.1. From the HaDSCO Director ................................................................................ 10
2.2. Our performance at a glance .............................................................................. 12
2.3. Who we are ......................................................................................................... 14
2.4. Our services ........................................................................................................ 14
2.5. Our vision ............................................................................................................ 15
2.6. Our values .......................................................................................................... 15
2.7. Our strategic plan ............................................................................................... 16
2.8. Performance Management Framework .............................................................. 17
2.9. Working with legislation ...................................................................................... 18
2.10. Organisational structure as at 30 June 2016 .................................................... 20
3. Office performance ........................................................................................... 22
3.1. Service one – Assessment, negotiated settlement, conciliation and investigation of complaints .................................................................................. 23
Overview of HaDSCO complaints received and closed ...................................... 23
Complaints lodged from the Indian Ocean Territories ........................................ 24
Consultation with AHPRA about complaints ....................................................... 24
Our complaints management process ................................................................ 25
The outcomes we achieve .................................................................................. 27
Our case studies ................................................................................................. 29
Complaints data .................................................................................................. 29
Complaints about Health Services ...................................................................... 30
Complaints about Disability Services .................................................................. 36
Complaints about Mental Health Services .......................................................... 45
3.2. Service two – Education and training in the prevention and resolution of complaints ........................................................................................................... 51
Stakeholder Engagement Strategy ..................................................................... 51
Understanding community perspectives ............................................................. 52
Promoting system improvements through collaboration and partnerships ......... 53
Sharing what we have learned from complaints ................................................. 55
Keeping our stakeholders well informed ............................................................. 58
Providing a service for all Western Australians................................................... 60
Health and Disability Services Complaints Office 2015-16 Annual Report 7
4. Significant issues impacting the Office .......................................................... 62
4.1. New legislation – Mental Health Act 2014........................................................... 63
4.2. The National Code of Conduct for health care workers ...................................... 63
4.4. Managing complaints about registered health practitioners ................................ 64
4.5. Managing complaints about disability services .................................................. 64
4.3. Review of legislation ........................................................................................... 64
4.6. New strategic plan .............................................................................................. 65
4.7. Providing access to our services ........................................................................ 65
5. Disclosures and legal compliance .................................................................. 66
5.1. Financial statements ........................................................................................... 67
Independent Auditor’s Report ............................................................................. 67
Certification of Financial Statements .................................................................. 70
Statement of Comprehensive Income ................................................................ 71
Statement of Financial Position .......................................................................... 72
Statement of Changes in Equity ......................................................................... 73
Statement of Cash Flows ................................................................................... 74
Notes to the Financial Statements ...................................................................... 75
5.2. Estimates of expenditure S40 Financial Management Act 2006 ......................... 92
5.3. Key Performance Indicators ................................................................................ 95
Certification of Key Performance Indicators ....................................................... 95
Our Key Performance Indicators ........................................................................ 96
5.4. Ministerial directives ......................................................................................... 101
5.5. Other financial disclosures ................................................................................ 101
Pricing policy of services .................................................................................. 101
Capital works .................................................................................................... 101
Employment and Industrial Relations ............................................................... 101
Purchasing cards .............................................................................................. 102
5.6. Governance disclosures ................................................................................... 103
Shares in Statutory Authorities ......................................................................... 103
Shares in subsidiary bodies .............................................................................. 103
Interests in contracts by senior officers ............................................................ 103
Benefits to senior officers through contracts ..................................................... 103
5.7. Other legal requirements .................................................................................. 103
Insurance paid to indemnify directors ............................................................... 103
Advertising ........................................................................................................ 103
Compliance with Public Sector Standards ........................................................ 104
Freedom of information procedures and access arrangements........................ 105
Record keeping plans ....................................................................................... 110
Health and Disability Services Complaints Office 2015-16 Annual Report 8
Disability access and inclusion plan ................................................................. 110
5.8. Government policy requirements ...................................................................... 111
Occupational Safety and Health ....................................................................... 111
Risk management ............................................................................................. 112
Substantive equality ......................................................................................... 112
Workforce and diversity plan ............................................................................ 113
6. Appendices ..................................................................................................... 114
6.1. Health providers prescribed under s75 of the Health and Disability Services (Complaints) Act 1995 ...................................................................................... 115
6.2. Disability providers who are prescribed under S48A of the Disability Services Act 1993............................................................................................................ 116
6.3. AHPRA register of national boards and professionals ...................................... 117
Health and Disability Services Complaints Office 2015-16 Annual Report 9
2. Office overview
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2.1. From the HaDSCO Director
It is a pleasure to present my first Annual Report as Director of the Health and Disability Services Complaints Office. Having worked in the complaint handling profession for over 15 years, I recognise the inherent value derived from effective complaints resolution and with it, the opportunities for improvement across the health, disability and mental health sectors. Complaint handling bodies are unique in the way they can achieve outcomes for an individual and drive change for the broader community. From any given complaint we are able to make recommendations that provide far reaching benefits for others who access similar services in the future. I am privileged to join the Office, which provides a key service to the Western Australian community, and aim to further strengthen accessibility to the Office and ensure complaints are managed in the most effective, efficient and timely manner.
During 2015-16, HaDSCO received 2,548 complaints, representing a five percent increase on 2014-15. Most notably, the largest increase was for disability services where there was an 18 percent increase on the previous year. I am pleased to report that even with the increased numbers of complaints, HaDSCO exceeded its timeliness targets for assessment of complaints. Details of outcomes for individuals who made complaints and service delivery improvements are contained in this report. An important body of work for the Office in 2015 was associated with the introduction of the Mental Health Act 2014 (the MH Act) which came into operation in November 2015. Under Part 19 of the MH Act, HaDSCO has responsibility to manage complaints about all public and private mental health service providers. Although the Office previously dealt with these complaints under its health complaints jurisdiction, the introduction of the MH Act has formalised the arrangement in this important area.
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In preparation for the MH Act, HaDSCO coordinated the establishment of a multi-agency initiative, the Mental Health Complaints Partnership Agreement, aimed at streamlining complaints processes and clarifying roles and responsibilities of the partnership organisations. To coincide with the introduction of the MH Act, and as part of a strategy for improving operational effectiveness, we introduced new complaint categories into our complaints database. Consequently, not all figures contained in this report can be compared to previous years. We are confident this change will enable us to report more effectively moving forward. We continued to collect complaints data from health and disability service providers across Western Australia. This information enabled us to report on broad complaint trends and issues across these sectors. In accordance with the MH Act, once prescribed in regulations, complaints data will also be provided to the Office by external public and private providers who deliver mental health services. In the area of education and training, we continued to work collaboratively with stakeholders to ensure complaint handling processes are fit-for-purpose and reflective of community needs. During 2015-16 we undertook a series of effective complaints handling sessions with a large service provider to help strengthen their complaints handling capacity. This series provided a valuable opportunity to share the benefits of effective complaint handling systems.
At a national level, we undertook a range of initiatives with the Australian Health Practitioner Regulation Agency to improve inter-agency management of complaints about registered health practitioners. This included measures to streamline complaints processes and ensure they are responsive for all parties; provide greater consistency in the complaints and notifications processes between jurisdictions; and increase clarity around roles and responsibilities. We continued to use new and existing methods to engage with hard-to-reach communities, including the launch of HaDSCO’s “Voice up” educational video. This finalised an outreach program undertaken with Christmas Island community members and provided a valuable resource for use throughout Culturally and Linguistically Diverse Communities in Western Australia and the Indian Ocean Territories. We are committed to our role in dealing with complaints about disability services and continue to work with stakeholders to clarify roles and responsibilities while the trial of the National Disability Insurance Scheme (NDIS) and WA NDIS are underway in Western Australia. I take this opportunity to pass on my thanks to my predecessor, Anne Donaldson, who made a significant contribution to the work of the Office over the last ten years. A number of the achievements in this Annual Report were accomplished under her leadership. Finally, I would like to express my appreciation to the dedicated staff at HaDSCO for their ongoing commitment to the work of the Office.
Sarah Cowie
DIRECTOR
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2.2. Our performance at a glance
Health and Disability Services Complaints Office 2015-16 Annual Report 13
Health and Disability Services Complaints Office 2015-16 Annual Report 14
2.3. Who we are
The Health and Disability Services Complaints Office (HaDSCO) is an independent
Statutory Authority offering an impartial resolution service for complaints relating to
health, disability and mental health services in Western Australia and the Indian
Ocean Territories.
HaDSCO has a statutory reporting function to the Honourable John Day BSc BDSc
MLA, Minister for Health; Culture and the Arts.
Through our roles and functions with the health, disability and mental health sectors
we:
Provide a free, independent and impartial service to assist people making a
complaint and service providers to resolve complaints.
Use information about complaints to identify systemic issues and trends
across these sectors.
Work collaboratively with all parties to improve service delivery and
complaints management.
2.4. Our services
We operate within two distinct, but inter-linked key service areas:
Service One:
Service Two:
assessment, conciliation, negotiated settlement and investigation of complaints
education and training in the prevention and resolution of complaints
We assist consumers and providers to resolve complaints; undertake investigations; and identify opportunities for system improvement
We work collaboratively with our stakeholders to share information about the causes of complaints; provide education and training in effective complaint
resolution; and implement initiatives that contribute towards system improvement
Health and Disability Services Complaints Office 2015-16 Annual Report 15
2.5. Our vision
“Empowering users and providers to collaboratively
improve health and disability services”
2.6. Our values
We have six core values:
Confidentiality: maintaining confidentiality
Integrity: acting impartially and with independence
Accessibility: ensuring services are accessible to all
6
Responsiveness: responding to the needs of stakeholders
Improvement: influencing the quality and effectiveness of services
Empowerment: building capacity in complaints resolution and prevention
2
1
3
4
5
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2.7. Our strategic plan
Within our two service areas we have identified priority areas of work that help us to
achieve our central vision. These priorities are outlined in our 2012-15 Strategic Plan
and centre on the following five themes:
System improvement HaDSCO is committed to service improvement by analysing information to identify systemic issues
Empowerment and education HaDSCO is committed to empowering consumers and providers to
effectively resolve complaints and working collaboratively with stakeholders to develop accessible resources
Quality complaints management HaDSCO is committed to providing a quality complaints
management service that meets best practice standards and is responsive to the environment
Building staff capacity HaDSCO is committed to strengthening service delivery by building
staff skills and developing a performance oriented culture with an ongoing commitment to Office values
Effective resource management HaDSCO is committed to efficient and accountable resource
management, cost effective service delivery and effective resource planning for key priorities
Health and Disability Services Complaints Office 2015-16 Annual Report 17
2.8. Performance Management Framework
The diagram below provides a visual representation of how we function as an Office
in the Performance Management Framework to achieve our outcomes in the context
of the wider government goals.
We do this to work towards achieving the overarching Government goal – Greater
focus on achieving results in key service delivery areas for the benefit of all Western
Australians.
Greater focus on achieving results in key service delivery areas for the benefit for all Western Australians
Government goal
Improvement in the delivery of health
and disability services
Agency desired outcome
Assessment, conciliation, negotiated
settlement and investigation of complaints
HaDSCO – Service One Education and training in the prevention and resolution of
complaints
HaDSCO – Service Two
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2.9. Working with legislation
We are an independent Statutory Authority and are required to administer legislation
on behalf of the Western Australian State Government. The legislation that we
administer outlines our responsibilities as an Office and the process that we must
follow to manage complaints. Our legislative responsibilities directly align to our
desired outcome of improved health, disability and mental health service delivery.
We administer the following legislation: Health and Disability Services (Complaints) Act 1995
This Act defines the role of our Office and how we manage complaints about health services.
Part 6 of the Disability Services Act 1993
This part of the Act defines how we manage complaints about disability services.
Part 19 of the Mental Health Act 2014
This part of the Act defines how we manage complaints about mental health services.
Our functions
Under these Acts, our main functions are to:
Deal with complaints by negotiated settlement, conciliation or investigation.
Review and identify the causes of complaints.
Provide advice and make recommendations for service improvement.
Educate users and providers about complaint handling procedures.
Inquire into broader issues of health, disability and mental health care arising
from complaints received.
Work in collaboration with consumers and providers to improve health,
disability and mental health services.
Publish the work of the Office.
Perform any other function conferred on the Director by the Health and
Disability Services (Complaints) Act 1995 or another written law.
Under these Acts we are able to do all things that are necessary, or convenient to be
done, in order to perform the above functions.
HaDSCO also has the legislative authority to collect complaint data from health and
disability service providers in Western Australia as follows:
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Under section 75 of the Health and Disability Services (Complaints) Act 1995,
we collect complaints data from public, private and not-for-profit health service
providers in Western Australia. Currently there are 25 health service providers
who are prescribed in the Health and Disability Services (Complaints)
Regulations 2010 for this purpose. We include information about the
complaints data in our annual reports each year. A list of the service providers
can be found in appendix 6.1.
Under section 48A of the Disability Services Act 1993, we collect complaints
data about government and non-government disability service providers in
Western Australia who are prescribed in the Disability Services Regulations
2004. Currently there are 20 disability service providers who are prescribed
for this purpose. We include information about the complaints data in our
annual reports each year. A list of the disability service providers can be found
in appendix 6.2.
Other relevant legislation
Carers Recognition Act 2004
Under this Act, service providers are required to comply with the Western Australian
Carers Charter. HaDSCO may manage complaints about health, disability or mental
health service providers that do not comply with this Charter.
Declared Places (Mentally Impaired Accused) Act 2015
Under this Act, there is provision for complaints relating to ‘declared places’ that
have been established by the Disability Services Commission for the detention and
rehabilitation of people who are ‘mentally impaired accused’. HaDSCO has shared
legislative responsibility in managing complaints arising from declared places.
Health Practitioner Regulation National Law (WA) Act 2010
In accordance with the Health Practitioner Regulation National Law (WA) Act 2010,
HaDSCO consults with the Australian Health Practitioner Regulation Agency
(AHPRA) to manage complaints relating to the health, performance or conduct of
registered health practitioners to determine which is the more appropriate agency to
manage the complaint.
Sometimes, different aspects of a complaint are managed by both agencies. For
example, AHPRA may investigate allegations relating to the health, performance or
conduct of an individual practitioner while HaDSCO manages the broader systemic
issues that may have contributed to the cause of the complaint. In addition, systemic
issues identified by the national boards during their investigations may be referred to
HaDSCO for further management.
A full list of the health professionals regulated by AHPRA can be found in appendix
6.3.
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2.10. Organisational structure as at 30 June 2016
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Corporate Executive
The Office’s Corporate Executive consists of the Director, Assistant Director
Complaints and Systemic Improvement and Assistant Director Strategic Services
and Community Engagement. The Corporate Executive provides leadership and
strategic direction, sets priorities and targets for Office performance and monitors
governance and compliance with relevant legislation and policies.
The Office structure comprises three teams as detailed below:
Executive Management Team
This team comprises the Director and Administrative Coordinator and oversees the
work of the Office and contributes to outcomes aligned to service one and service
two.
Complaints and Systemic Improvement Team
This team is primarily focused on delivering service one – assessment, negotiated
settlement, conciliation and investigation of complaints. The key functions of this
team are:
To provide a comprehensive complaint resolution service.
To undertake work relating to the system improvement of health, disability and
mental health services.
Strategic Services and Community Engagement Team
This team is primarily focused on delivering service two – education and training in
the prevention and resolution of complaints, as well as providing core business
services to the Office. The key functions of this team are:
To deliver programs to educate and promote our services and collaborate with
key stakeholders.
To produce statistical analysis and research relating to complaints data.
To provide corporate governance, administration, human resources, records
management and finance services across the Office.
Support Services
HaDSCO has a medical panel contract with Edith Cowan University for the provision
of expert medical advice relating to the assessment, negotiated settlement,
conciliation and investigation of complaints received by HaDSCO.
Support is also provided by the Health Support Services of the Department of Health
in areas of information technology, procurement, finance and human resources. In
addition, an officer from the Department of Health has been appointed to undertake
the role of Chief Finance Officer for HaDSCO.
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3. Office performance In this section we provide an overview of the work undertaken during the 2015-16 financial year, including details of projects, initiatives and achievements.
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3.1. Service one – Assessment, negotiated settlement,
conciliation and investigation of complaints
In this section we provide a breakdown of the complaints we received,
an overview of our complaints management process, details of the
outcomes we achieved and case study examples. Additionally, we also
report on the complaint data we collect annually from external agencies.
Overview of HaDSCO complaints received and closed
In 2015-16, HaDSCO received 2,548 complaints and closed 2,554 complaints.
Complaints received and closed in the same year are not the same. This is because
complaints are not always closed in the same year that they are received.
167 of the complaints received prior to
2015-16 were closed during the 2015-16
reporting period
2,387 complaints were both received and
closed during 2015-16
161 complaints were received in 2015-16
and will continue to be managed in 2016-17
A breakdown of the types of complaints received is shown below:
Health Service Complaints
70%
Disability Service Complaints
3%
Mental Health Service Complaints
14%
Out of Jurisdiction Complaints
13%
closed
2,554 complaints
received
2,548 complaints
Health and Disability Services Complaints Office 2015-16 Annual Report 24
The number of complaints in jurisdiction has remained relatively consistent over the
last five years as displayed below. The proportion of Out of Jurisdiction complaints
managed by our Office has decreased from 19 percent of closed complaints in
2011-12 to 13 percent of closed complaints in 2015-16.
Figure 1: Complaints closed between 2011-12 and 2015-16
Complaints lodged from the Indian Ocean Territories
Our services are provided to the Indian Ocean Territories (IOT) through a Service
Delivery Arrangement with the Australian Government. During 2015-16, our Office
received five complaints and closed six complaints for the IOT as part of this
Arrangement.
Consultation with AHPRA about complaints
In accordance with the Health Practitioner Regulation National Law (WA) Act 2010,
HaDSCO is required to consult with the Australian Health Practitioner Regulation
Agency (AHPRA) about complaints relating to registered health professionals.
This consultation process takes place on a weekly basis to determine the more
appropriate agency to manage a complaint at the earliest opportunity.
There are a number of options to manage complaints through this process:
2243 2225 2129 2096
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356 338 345
0
500
1000
1500
2000
2500
3000
2011-12 2012-13 2013-14 2014-15 2015-16
Co
mp
lain
ts c
losed
Financial year
Closed health, disability and mental health complaints
Out of Jurisdiction complaints
Health and Disability Services Complaints Office 2015-16 Annual Report 25
HaDSCO may retain the complaint and manage it through our resolution
process;
HaDSCO may refer the complaint to AHPRA in its entirety; and/or,
The complaint may be split between both agencies so that AHPRA manages
the aspect of the complaint pertaining to the health, performance or conduct
of a registered practitioner and HaDSCO manages the system related issues.
In 2015-16 HaDSCO consulted with AHPRA on 110 complaints. This resulted in:
54 complaints retained by HaDSCO.
49 complaints referred to AHPRA.
7 complaints were split between HaDSCO and AHPRA to ensure that all
issues raised in the complaint were addressed.
Our complaints management process
HaDSCO takes a resolution based approach to managing complaints. We aim to
resolve complaints as informally as possible and in the most timely and efficient
manner. There are three main stages in the complaints management process:
1. Enquiry
2. Assessment
3. Complaint resolution including negotiated settlement and conciliation or
investigation
Enquiry
Assessment
Negotiated settlement
Conciliation Investigation
Resolution for individuals and recommendations for improvements in health,
disability and mental health services
Accept, reject or
refer
Health and Disability Services Complaints Office 2015-16 Annual Report 26
Enquiry We provide information about HaDSCO’s complaints process and provide advice about raising
a complaint with the service provider. If the complaint is outside HaDSCO’s jurisdiction we suggest an alternative complaint body that may be able to assist. We may also refer
individuals to advocacy services for assistance.
HaDSCO can receive verbal complaints but they must be confirmed in writing. Complaints are assessed to ensure:
The complaint relates to the provision of a health, disability or mental health service delivered in Western Australia.
The individual and their representative, if required, provide their signed authorisations.
The complaint relates to an incident that occurred within the last two years.
The individual, or their representative, has attempted to resolve the complaint with the service provider in the first instance.
A complaint can only be accepted if it is within HaDSCO’s jurisdiction.
HaDSCO is required by law to consult with the Australian Health Practitioner Regulation Agency (AHPRA) to determine which entity is the more appropriate agency to manage all, or part of the complaint.
At the end of the assessment process we may accept, reject or refer a complaint to a more appropriate agency. If we cannot accept the complaint we provide information about other complaint resolution options.
Assessment
Complaint resolution pathway There are a number of factors we consider when making a decision about which complaint
resolution pathway is the most appropriate to manage the complaint.
Negotiated settlement: This is generally a paper based approach where HaDSCO facilitates the exchange of information between both parties to assist in resolving a
complaint by negotiating an outcome acceptable to both the individual and the service provider.
Conciliation: This generally involves a face to face meeting facilitated by HaDSCO whose
role is to encourage the settlement of the complaint. HaDSCO staff will arrange for the provider and the person who made the complaint to hold informal discussions about the
complaint; and assist them to reach an agreement.
Investigation: An investigation is a formal process to determine whether any unreasonable conduct occurred in providing a health, disability or mental health service.
Health and Disability Services Complaints Office 2015-16 Annual Report 27
The outcomes we achieve
HaDSCO achieves a range of outcomes for both the person who made the complaint
and for improved service delivery in the health, disability and mental health sectors.
During 2015-16 the following outcomes were achieved for the person making the
complaint.
Provided information about how a complaint can be raised with a service provider
Referred individuals to appropriate agencies to resolve their complaints about health,
disability and mental health services
Referred individuals to appropriate agencies to resolve complaints that are out of HaDSCO’s
jurisdiction
Referred individuals to relevant advocacy services
Facilitated apologies for the distress caused due to the provider’s actions or communication
Facilitated apologies for the manner in which a service was provided
Facilitated explanations of treatment decisions or outcomes
Facilitated an explanation or clarification of events leading to the complaint
Achieved financial outcomes such as refunds, fee waivers, reimbursement of out-of-pocket
payments and goodwill payments
Facilitated access to medical records
Confirmed prison medical appointments
Referred to a registration board
Complaint outcomes
Health and Disability Services Complaints Office 2015-16 Annual Report 28
In 2015-16, 76 service improvements were managed as a result of our involvement.
Examples of agreed actions implemented by service providers as a result of
complaints made to HaDSCO are detailed below:
Recommendations or
agreed actions Intended service improvement
Review or change of
policy
Policy amendment to accurately reflect patient
obligations
Policy change to increase patient’s choice in preferred
treatment options
Staff education and
training
Increased awareness of the provider’s complaint
management processes
Increased the involvement of carers in the patient’s
discharge/treatment plan as per the Carers Recognition
Act 2004
Aided the continuing professional development in
clinical and communication skills
Used complaints case studies as learning opportunities
to reduce similar incidents from occurring in the future
Change in process
Initiated the development of a consent form confirming
a patient’s understanding of a care plan
Increased the transparency of treatment options
Improved documentation in medical records
Improved the pressure injury risk assessment process
for patients
Implemented a system to prevent the loss of patient
pathology specimens
Improved
communication
Produced and displayed appropriate signage for fees
Increased the involvement of family and carers in
decision making
Initiated improvements to informed financial consent
procedures
Improved the process by which patients are informed of
test results
Improved the process by which sensitive information is
communicated to patients
Developed signage to inform patients of the use of
CCTV for security purposes
Health and Disability Services Complaints Office 2015-16 Annual Report 29
Our case studies
Case studies have been included in this report with the permission of the person who
made the complaint and the provider involved. Case studies have been included to
illustrate the nature of the complaints we receive, the outcomes achieved for
individuals, and the process improvements for future service delivery.
Complaints data
We report on two sets of complaints data:
We collect, analyse, evaluate and report on both sets of complaints to identify broad trends relating to the:
Number of complaints received.
Types of issues raised.
Time taken to resolve complaints.
Outcomes achieved by service providers for people who made complaints.
Demographic information of people who made complaints.
HaDSCO complaints data
External complaints data
This includes a summary of the types of complaints about health, disability and mental health services received directly by HaDSCO
This includes a summary of the types of complaints received directly by health and disability service providers submitted to HaDSCO
Health and Disability Services Complaints Office 2015-16 Annual Report 30
Complaints about Health Services
HaDSCO complaints data HaDSCO received 1,777 complaints about health services within jurisdiction in the
2015-16 financial year. In 2015-16, HaDSCO closed 1,769 complaints about health
services. A breakdown of closed complaints is provided below.
Figure 2: Who made the complaint to HaDSCO?
Figure 3: Gender of people who made complaints
Self (70%)
Child or Parent (16%)
Partner or Spouse (8%)
Other Relative (3%)
Other (3%)
Health and Disability Services Complaints Office 2015-16 Annual Report 31
What did people complain about?
This section describes the most frequent issue categories identified in complaints
about health services. People sometimes convey more than one concern when
making a complaint to HaDSCO. Approximately 39 percent of complaints about
health services included more than one issue in the complaint. The complaint issues
contained in this report relate to the most important issue raised by the person
making the complaint.
There were 572 complaints about ‘Treatment’ (32%)
The majority of these complaints concerned:
Unexpected treatment outcomes or complications: 195 complaints
Inadequate treatment: 83 complaints
Inadequate consultation: 74 complaints
Coordination of treatment: 62 complaints
There were 255 complaints about ‘Fees and costs’ (14%)
These complaints concerned:
Billing practices: 193 complaints
Financial consent: 34 complaints
Cost of treatment: 28 complaints
There were 242 complaints about ‘Communication and information’ (14%)
These complaints concerned:
Attitude and manner: 159 complaints
Inadequate information provided: 43 complaints
Incorrect or misleading information provided: 24 complaints
Special needs not accommodated: 16 complaints
Health and Disability Services Complaints Office 2015-16 Annual Report 32
What services did people complain about?
This section outlines the most common health services that people made a
complaint about.
There were 337 complaints about general practices and practitioners (19%)
The most common issues concerned:
Attitude and manner: 59 complaints
Billing practices: 42 complaints
Access to, or transfer of, records: 36 complaints
There were 251 complaints about prison health services (14%)
The most common issues concerned:
Service availability: 33 complaints
Refusal to admit or treat: 33 complaints
Inadequate consultation: 31 complaints
Prescribing medication: 24 complaints
Inadequate treatment: 24 complaints
There were 192 complaints about dental health services (11%)
The most common issues concerned:
Unexpected treatment outcomes or complications: 41 complaints
Billing practices: 32 complaints
Inadequate treatment: 15 complaints
Health and Disability Services Complaints Office 2015-16 Annual Report 33
Figure 4: Complaint numbers for provider groups most commonly raised in
complaints (2014-15 and 2015-16)
HEALTH CASE STUDY Accessing general practitioner services in transitional care
An individual was admitted to a transitional care facility, where they remained as a
resident for several weeks. With the individual’s consent, their partner attempted to
discuss the individual’s medical issues and medication; however, found that the
facility’s attendant general practitioner (GP) was uncommunicative and unwilling to
provide information about the individual when requested.
Additionally, due to the facility’s policies, the individual was not able to engage the
services of their preferred family GP.
The individual and their partner complained to the facility and were informed that
their concerns had been raised with the GP. However, they were dissatisfied with the
response as they continued to find it difficult to work with the GP. They then lodged a
complaint with HaDSCO.
As a result of HaDSCO’s involvement, the provider agreed to allow the individual to
engage the services of their own GP.
Further, as a result of HaDSCO’s involvement, the facility amended its policy to offer
patients more flexibility for accessing GP services, including accessing the facility’s
GP or a GP of their choice.
0
50
100
150
200
250
300
350
400
General practices andpractitioners
Prison health services Dental health services (includingspecialist services)
20
14
-15
20
15
-16
20
14
-15
20
15
-16
20
14
-15
20
15
-16
Health and Disability Services Complaints Office 2015-16 Annual Report 34
External complaints data
Each year we collect complaint information from a representative sample of public,
private and not-for-profit health service providers in Western Australia.
Figure 5: Who made complaints directly to the health service provider?
What did people complain about?
Quality of clinical care: 32%
Communication: 21%
Access: 16%
Rights, respect and dignity: 10%
Corporate services: 9%
Time taken to resolve complaints
75% of complaints were resolved within 30 days
Most common outcomes achieved
Explanation provided: 33%
Apology provided: 25%
Concern registered: 18%
Patients (65%)
Patient representatives (35%)
In the 2015-16 financial year details of 8,052 complaints consisting of 12,859
issues were submitted to HaDSCO “ “…”
Health and Disability Services Complaints Office 2015-16 Annual Report 35
A summary of each sector
What did people complain about?
Time taken to resolve complaints
(The percentage of complaints resolved within 30 days)
Most common outcomes achieved
2,192 complaints
3,776 issues
Average 1.7 issues per complaint
5,641 complaints
8,656 issues
Average 1.5 issues per complaint
219 complaints
427 issues
Average 1.9 issues per complaint
Public Private Not-for-profit
Quality of clinical care (34%)
Communication (22%)
Access (19%)
Rights, respect and dignity (9%)
Corporate services (8%)
Quality of clinical care (27%)
Communication (21%)
Costs (16%)
Corporate services (14%) Access (11%)
Quality of clinical care (36%)
Access (21%)
Communication (20%)
Rights, respect and dignity (12%)
Costs (7%)
Public Private Not-for-profit
74% 55%
Public Private Not-for-profit
Not-for-profit Private Public
Explanation provided (36%)
Apology provided (24%)
Concern registered (20%)
Apology provided (31%)
Explanation provided (28%)
Concern registered (11%)
Concern registered (37%)
Explanation provided (27%)
Counselling and/or performance support and development provided to staff members(s) or contractor(s) (13%)
75%
Health and Disability Services Complaints Office 2015-16 Annual Report 36
Complaints about Disability Services
HaDSCO complaints data HaDSCO received 73 complaints about disability services within jurisdiction in the
2015-16 financial year. This is an 18 percent increase on the number of complaints
received in 2014-15. In the same year (2015-16) HaDSCO closed 83 complaints
about disability services. A breakdown of closed complaints is provided below.
Figure 6: Who made the complaint to HaDSCO?
Child or Parent (42%)
Self (29%)
Other Relative (14%)
Other (11%)
Partner or Spouse (4%)
Most complaints about disability services were made by someone acting on behalf
of the person accessing the service “ “…”
Health and Disability Services Complaints Office 2015-16 Annual Report 37
Figure 7: Gender of people who made complaints
What did people complain about?
This section describes the most frequent issue categories identified in complaints
about disability services. People sometimes convey more than one concern when
making a complaint to HaDSCO. Approximately 40 percent of complaints about
disability services included more than one issue in the complaint. The complaint
issues contained in this report relate to the most important issue raised by the
person making the complaint.
There were 16 complaints about ‘Service costs and financial assistance’
(19%)
This included complaints about unsatisfactory billing practices, excessive fees
and failure to provide adequate information about costs. This also included
complaints about unfair or unreasonable management of funding.
There were 15 complaints about ‘Service delivery’ (18%)
This included complaints about staff conduct, communication, treatment or
care and complaints about inadequate, reduced, withdrawn and delayed
services.
There were 14 complaints about ‘Individual needs’ (17%)
These complaints largely concerned the failure to identify or document the
changing needs of the consumer, or where the provider failed to consider the
appropriateness of facilities and services in meeting the needs of the
consumer.
Health and Disability Services Complaints Office 2015-16 Annual Report 38
0
2
4
6
8
10
12
14
16
18
20
22
24
26
Acccommodation Grants / funds In home support
What services did people complain about?
This section outlines the most common disability services that people made a
complaint about.
There were 23 complaints about ‘Accommodation’ (28%)
The most common issues identified in complaints about Accommodation were:
Service costs and financial assistance: 4 complaints
Service delivery: 4 complaints
Service management: 3 complaints
There were 18 complaints about ‘Grants or funds’ (22%)
The most common issues identified in complaints about Grants or funds were:
Service costs and financial assistance: 8 complaints
Service Access: 2 complaints
There were 15 complaints (18%) about ‘In home support’
The most common issue identified in complaints about In home support was:
Service delivery: 6 complaints
Figure 8: Complaint numbers for disability services most commonly raised in
complaints (2014-15 and 2015-16)
20
14
-15
20
14
-15
20
14
-15
20
15
-16
20
15
-16
20
15
-16
Health and Disability Services Complaints Office 2015-16 Annual Report 39
DISABILITY CASE STUDY Refund of fees
An individual was receiving a service from a disability service provider. After a period
of hospitalisation, the individual’s guardian advised the provider that the individual
sought to terminate the service agreement, as they now required a higher level of
care than the provider could provide. Despite being advised of the termination, the
provider continued to charge the individual.
The individual’s guardian contacted the service provider to inform them of the issue
and to seek a full refund. However, the service provider did not respond. A complaint
was then made to HaDSCO.
As a result of HaDSCO’s involvement, the service provider arranged for a refund,
gave a response to the individual’s complaints, and acknowledged and apologised
the inconvenience and distress caused.
Further, as a result of HaDSCO’s involvement, the service provider explained that
the non-response to the initial complaint occurred during a period of staff transition
and was due to an oversight, which was unlikely to happen again.
DISABILITY CASE STUDY Communicating changes to policies and procedures
An individual was accessing the services of a disability services provider. Following a
change in management, the individual considered that there was a decline in the
quality of care provided by staff, which led to a further breakdown in the working
relationship between the individual and provider.
The individual met with the provider to discuss their concerns and the provider
confirmed that they would amend a range of policies and procedures, as a result of
their complaint.
However, due to the relationship breakdown, the individual was not confident the
provider would do as agreed. They were also concerned about the welfare of other
service users.
The individual sought for HaDSCO, as an independent agency, to facilitate a
response from the provider that confirmed that the changes to the policies and
procedures were implemented.
As a result of HaDSCO’s involvement, the provider submitted a comprehensive
response including a summary of the improvements that they had undertaken.
HaDSCO relayed this information back to the individual who was assured that the
service provider had implemented the necessary service improvements.
Health and Disability Services Complaints Office 2015-16 Annual Report 40
External complaints data
2015-16 data
Each year we collect complaint data from a representative sample of government
and non-government disability service providers in Western Australia.
A snapshot of this data is included below.
Figure 9: Who made complaints directly to the disability service provider?
Parent or Guardian (60%)
Self (18%)
Carer (9%)
Other Relative (7%)
Other (6%)
In the 2015-16 financial year details of 416
complaints were submitted to HaDSCO “ “…”
Health and Disability Services Complaints Office 2015-16 Annual Report 41
Table 1: Demographics of the person accessing the service
Figure 10: Age of person accessing the service
0
10
20
30
40
50
60
70
80
Nu
mb
er
of
pe
op
le a
ccessin
g t
he
serv
ice
Age Group
Health and Disability Services Complaints Office 2015-16 Annual Report 42
Table 2: Gender of the person making the complaint
Figure 11: The main disability identified in the external complaints data sample
Intellectual (35%)
Autism (20%)
Physical (17%)
Sensory and speech (7%)
Neurological (6%)
Acquired Brain Injury (5%)
Developmental delay (4%)
Not sure (3%)
Psychiatric (3%)
Other disability (<1%)
Health and Disability Services Complaints Office 2015-16 Annual Report 43
How often were the National Disability Standards for Disability Services cited
in complaints?
Rights: 23%
Service management: 23%
Individual outcomes: 19%
Feedback and complaints: 18%
Service access: 6%
Participation and inclusion: 6%
Not collected: 5%
What services did people complain about?
The services most frequently complained about:
Accommodation support: identified in 46% of complaints
Community support: identified in 27% of complaints
Community access: identified in 17% of complaints
What issues were most frequently identified in complaints?
Staff related issues: 31%
Service delivery, management and quality: 32%
Communication and relationships: 18%
Service access, access priority and compatibility: 8%
Carers Charter: 7%
Policy / Procedure: 4%
The five most common outcomes achieved
Acknowledgement - of a person's views or issues (e.g. the person felt listened
to, valued, respected): 26%
Answers - explanation or information about services provided: 17%
Apology - from the service: 13%
Action - change or improvement to communication: 10%
Action - change or appointment of a worker/case manager/coordinator: 8%
Health and Disability Services Complaints Office 2015-16 Annual Report 44
Figure 12: Time taken to resolve complaints
0
40
80
120
160
200
0-15 16-30 31- 45 46-60 61-75 76-90 91-105 106+
Nu
mb
er
of
Co
mp
lain
ts
Days
Health and Disability Services Complaints Office 2015-16 Annual Report 45
Complaints about Mental Health Services
HaDSCO complaints data HaDSCO received 353 complaints about mental health services in the 2015-16
financial year and closed 357 complaints. A breakdown of closed complaints is
provided below:
Figure 13: Who made the complaint to HaDSCO?
Self (75%)
Child or Parent (15%)
Partner or Spouse (4%)
Other Relative (3%)
Other (3%)
75% of complaints about mental health services
were made by the person accessing the service “ “…”
Health and Disability Services Complaints Office 2015-16 Annual Report 46
Figure 14: Gender of people who made complaints about mental health
services
What services did people complain about?
This section outlines the most common provider groups that complaints were made
about.
71% of mental health service complaints (252 complaints) concerned
Psychiatrists and psychiatry
12% of mental health service complaints (44 complaints) concerned
Prison Mental Health Services
4% of mental health service complaints (13 complaints) concerned
mental health nurses
Figure 15: Complaint numbers for provider groups most frequently raised in
complaints (2014-15) and (2015-16)
0
40
80
120
160
200
240
280
Psychiatrists /psychiatry
Prison mental healthservices
Mental health nurses
20
14
-15
20
14
-15
20
14
-15
20
15
-16
20
15
-16
20
15
-16
Health and Disability Services Complaints Office 2015-16 Annual Report 47
What did people complain about?
This section describes the most frequent issue categories identified in complaints
about mental health services. People sometimes convey more than one concern
when making a complaint to HaDSCO. Approximately 34 percent of complaints
about mental health services included more than one issue in the complaint. The
complaint issues contained in this report relate to the most important issue raised by
the person making the complaint.
In the 2015-16 year we made changes to the way we categorise issues raised in
mental health complaints at HaDSCO. This change was made to improve the way
we report on complaints about mental health services. As part of the implementation
of the Mental Health Act 2014, we aligned our issue categories with that of our
largest stakeholder, the Department of Health. This enabled us to more closely
compare our complaints information with that of the wider sector. This change was
implemented during March 2016.
The information below displays the most frequent issues identified in complaints.
This has been done for the two different time periods reflecting the change in the
classification of mental health complaint issue categories.
Pre March 2016
There were 81 complaints about ‘Treatment’ (30%)
The majority of these complaints concerned:
Unexpected treatment outcome or complications: 17 complaints
Excessive treatment: 17 complaints
Inadequate consultation: 14 complaints
Inadequate treatment: 10 complaints
There were 38 complaints about ‘Consent’ (14%)
Almost all of these (36 complaints) concerned involuntary admission or
treatment.
There were 30 complaints about ‘Communication and information’ (11%)
These complaints concerned:
Attitude and manner: 23 complaints
Incorrect or misleading information provided: 4 complaints
Health and Disability Services Complaints Office 2015-16 Annual Report 48
Post March 2016
There were 24 complaints about ‘Quality of clinical care’ (29%)
The majority of these complaints concerned:
Medication issues: 7 complaints
Inadequate assessment: 6 complaints
There were 17 complaints about ‘Communication’ (21%)
Almost all of these (12 complaints) concerned failure to listen to the
consumer, representative, carer or family
There were 10 complaints about ‘Decision making’ (12%)
The majority of these complaints concerned:
Consent not informed: 4 complaints
Failure to consult and involve in decision making: 3 complaints
MENTAL HEALTH CASE STUDY
Communication about medication arrangements
An individual had a history of mental health illness and was unresponsive to
traditional drug treatment. Because of this, the individual underwent a medical
treatment trial (known to have side effects) at a mental health facility. During the
treatment, the individual experienced multiple side effects associated with the drug
and the individual’s health deteriorated further.
The individual’s parent made a complaint on their behalf because following the
treatment trial, the individual was not well enough to do so.
In making the complaint, the individual’s parent sought to better understand the
decision making process involved in commencing the treatment trial, in particular
whether drug trial protocols were followed.
The parent wrote a letter of complaint to the facility, however, was not satisfied with
the response and lodged a complaint to HaDSCO.
As a result of HaDSCO’s involvement, the facility provided an explanation in
response to the parent’s complaint. The facility confirmed that the individual was
made aware of the risks of the treatment, that the trial was commenced with the
individual’s informed consent, and that it had been conducted in accordance with
accepted trial protocols in place at the time. The facility also explained that the trial
was ceased when the individual developed the recognised side effects of the
treatment.
Health and Disability Services Complaints Office 2015-16 Annual Report 49
MENTAL HEALTH CASE STUDY
Involving staff, patients and carers in treatment decisions
An individual, whilst participating in a program at a mental health facility, was
assigned to a care coordinator. Following discharge, the individual returned to the
facility with a new referral from his GP. Upon presentation, the care coordinator
declined services because of the individual’s recent discharge. The individual’s
support person made a verbal complaint about the matter. However, they did not feel
the care coordinator’s response was sufficient.
The support person sent a letter of complaint to the facility, but did not receive a
response and then submitted a complaint to HaDSCO.
As a result of HaDSCO’s involvement, the facility met with the individual and their
support person and provided an apology in relation to the care coordinator’s manner
and attitude.
Further, as a result of HaDSCO’s involvement, the facility provided training for staff
on its complaints process and the importance of involving staff, patients and carers
in treatment decisions.
Health and Disability Services Complaints Office 2015-16 Annual Report 50
External complaints data
In the 2015-16 year HaDSCO commenced work with public health service providers
to understand how many complaints relate to mental health services, and in addition,
the characteristics of these complaints. There were 635 complaints about mental
health services1. This represents 15 percent of complaints about public health
service providers from which HaDSCO collects data.2
Figure 16: Who made complaints?
What did people complain about?
Quality of Clinical Care: 33%
Communication: 22%
Rights, respect and dignity: 16%
Access: 9%
Corporate Services: 8%
Time taken to resolve complaints
76% of complaints were resolved within 30 days
Most common outcomes achieved
Explanation provided: 41%
Apology provided: 28%
Concern registered: 15% 1 A mental health episode of care is defined by WA Health as “the services about which the person is lodging the feedback, and includes a) any service provided by a
mental health practitioner acting in his/her capacity as a mental health practitioner; and/or b) any service provided in designated psychiatric hospitals, or in services whose primary function is to provide treatment, rehabilitation or community health support targeted towards people with a mental health disorder or psychiatric disability”. Complaints about mental health services are those identified as meeting these criteria by WA Health notifiers 2 This does not include complaints from Joondalup Health Campus, Peel Health Campus, St John of God Midland Public Hospital or the Department of Corrective
Services.
Patients (65%)
Patient representatives (35%)
Health and Disability Services Complaints Office 2015-16 Annual Report 51
3.2. Service two – Education and training in the prevention and
resolution of complaints
In this section we provide an overview of the initiatives and projects
undertaken in this service area to raise the profile of the Office, ensure
our services are accessible to all Western Australians and promote
effective complaints management principles.
Stakeholder Engagement Strategy
The Stakeholder Engagement Strategy (SES) outlines a commitment to deliver a
series of individual engagement projects related to each of the five levels of
engagement described below:
Inform
We keep stakeholders informed on our operations, updates, developments and
future plans.
Consult
We keep stakeholders informed, listen to and acknowledge concerns, and provide
feedback on how stakeholder input will contribute to an outcome.
Involve
We work with stakeholders to ensure that concerns are considered and, where
appropriate, are reflected in relevant processes.
Collaborate
We seek stakeholders input to formulate solutions, and incorporate their advice and
recommendations to achieve positive outcomes.
Empower
We support stakeholders by providing advice, resources and tools to empower their
decision making.
The SES supports the delivery of our central strategic plan and ensures effective
stakeholder engagement through projects, programs and services that are well
planned and suitably tailored.
This also assists to highlight key stakeholder groups where an extra focus is needed,
allowing us to deliver targeted and meaningful activities throughout the course of the
year. This includes new and ongoing activities.
Health and Disability Services Complaints Office 2015-16 Annual Report 52
Whilst our SES covers a broad range of stakeholders and activities, we have elected
to highlight areas that were of particular focus during the 2015-16 reporting period.
Understanding community perspectives
Understanding what our community members want and look to from our service is
central to what we do. We recognise the importance of involving community
members in our future planning and service delivery to achieve the best possible
outcomes, and as such implement a variety of mechanisms to ensure we capture
consumer input.
Consumer and Carer Reference Group
Created to help us better understand and integrate consumer perspectives,
HaDSCO’s Consumer and Carer Reference Group (CCRG) provides an essential
link to those at the centre of our work.
Consisting of representatives spanning health, disability and mental health, the
CCRG continued to provide input and feedback on various elements of our service
delivery throughout the 2015-16 reporting period. In particular, we have been able to
strengthen existing relationships, by providing ongoing opportunities for meaningful
conversations around HaDSCO led projects and initiatives, as well as exploring
opportunities for our involvement with external organisations, such as taking part in
the Carers Western Australia Family Day and Expo held during Carers Week 2015.
A HaDSCO/Health Consumers’ Council (HCC) joint learning session, hosted in
October 2015 was facilitated as a result of the CCRG, with representatives from
HCC included in the group. The session enabled staff members to come together
and learn more about each of our respective roles in complaint management, and
simulate scenarios and situations where both HaDSCO and HCC involvement would
provide the best outcomes for the person raising a complaint.
This year the CCRG had a particular focus on reviewing HaDSCO’s current print and
online suite, as well as providing feedback and input into our online feedback survey.
Online feedback survey
During 2015-16 we launched an online feedback
survey to collect information from people who have
recently accessed our services.
We remain committed to providing a
comprehensive complaints resolution service to
people throughout Western Australia, and as such,
the survey is an essential part of our ongoing
improvement process.
Health and Disability Services Complaints Office 2015-16 Annual Report 53
Each month we invite people who have accessed our services to complete a short
online survey about their experience with our Office. In keeping with accessibility
requirements, we also provide the option to complete a paper based survey as an
alternative. The survey seeks feedback from people in all stages of HaDSCO’s
complaints management process, enabling us to access feedback about our
processes overall.
Coupled with our event feedback function, whereby we collect feedback after each
stakeholder event we host, the addition of the online survey option allows us to
better plan and deliver our services moving forward.
Promoting system improvements through collaboration and partnerships
The Office collaborates with the community and service providers, to review and
identify the causes of complaints, and to suggest ways of removing and minimising
those causes. In addition, we have a responsibility to inquire into broader issues and
to provide advice to support system improvements. These legislative functions
provide the basis for us to develop and implement a model that identifies system
issues and, respectively, to find strategies to address them.
Mental Health Complaints Partnership Agreement
In August 2015, a new multi-agency agreement aimed at making access to mental
health complaints processes easier was launched by our Office.
Created to clarify the roles and
responsibilities of key government agencies
in managing mental health complaints in
Western Australia, the Mental Health
Complaints Partnership Agreement and
Addendum (the Agreement) was created in
partnership with:
The Department of Health;
The Council of Official Visitors, (now the
Mental Health Advocacy Service);
The Office of the Chief Psychiatrist; and
The Mental Health Commission.
The launch of the Agreement was a result of
extensive public consultation, with a variety
of responses received from government,
non-government and private sector bodies
and individuals. Feedback received
highlighted themes
Health and Disability Services Complaints Office 2015-16 Annual Report 54
centred on the rights of patients, relatives, carers and nominated persons,
clarification of the roles of each of the co-signatories, as well as other government
agencies involved in managing complaints, and the transparency of complaint
processes and review.
The Agreement, launched by the former Minister for Mental Health; Disability
Services; Child Protection, Helen Morton MLC, provided an excellent opportunity to
formalise our collective commitment towards developing agreed consensus around:
each of our roles in managing mental health complaints;
principles to guide effective complaint resolution; and
mechanisms for state government agencies to work collaboratively to resolve
complex mental health complaints, particularly where the standard process is
not suitable.
To ensure that the principles of the Agreement were transferable and had direct
relevance to patients, consumers, their families, carers and service providers, an
Action Plan was developed. This contained six initiatives focused on improving
mental health complaints management and as such all agencies have been
progressing work in this area during 2015-16.
National project with the Australian Health Practitioner Regulation Agency
We continue to work with the Australian Health Practitioner Regulation Agency
(AHPRA) in relation to complaints about registered health professionals. HaDSCO
consults with AHPRA to determine which organisation is the most suitable to
manage all, or part of the complaint.
Following the outcome of the independent review of the National Accreditation
Scheme for Health Professionals, a working group was established in 2015,
comprising representatives from HaDSCO, AHPRA and National Health Complaint
Entities (HCE). The group considered options to streamline and achieve greater
consistency in decision making processes, to ensure the effective management of
complaints.
The group worked to develop a tool to assist AHPRA and HCE staff during the joint
assessment of a complaint or notification, to ensure matters are considered at the
earliest opportunity to promote timely resolution.
To increase clarity regarding the roles of HCEs and AHPRA, a Plain English
brochure to clearly articulate respective roles is being jointly drafted. This will be
ready for release in 2016-17.
Health and Disability Services Complaints Office 2015-16 Annual Report 55
Strengthening Safer Services forum
In July 2015, HaDSCO partnered with the National Disability Service (NDS) and
People With disabilities Western Australia (PWdWA) to host a Strengthening Safer
Services forum.
The forum brought together representatives from across the disability sector to
explore and identify opportunities to strengthen, streamline and improve the
communication of complaints and serious incident processes.
The session provided an excellent opportunity to share information from our disability
focus group sessions conducted during 2014-15, as well as outline the future
direction for improving complaints handling processes. Additionally, NDS provided
an overview of current safeguarding activities, initiatives and projects being
undertaken in the disability sector in Western Australia.
Individual Disability Advocacy Service forum
We continue to take part in external events to build and strengthen links with key
advocacy groups. As such, in November 2015 we were invited to take part in a forum
themed 'supporting each other for the best outcome', led by the Individual Disability
Advocacy Service (IDAS) linked to Sussex Street Community Law Services.
At the event we presented on the perspectives of people with a disability, in terms of
the barriers they face when making a complaint, using the perspectives obtained
through the disability focus group series in 2014-15. The completion of the disability
focus group series enabled us to create a report for use internally to help inform and
shape future projects and initiatives within the scope of the disability sector.
Sharing what we have learned from complaints
By sharing our specialist complaints handling knowledge we seek to promote a
healthy complaints management culture. Using our expertise spanning health,
disability and mental health sectors, we aim to empower individuals accessing
services from these sectors.
Influencing safety and quality improvements
We have a unique perspective on the healthcare system in Western Australia, which
assists us to influence safety and quality improvements in the health, disability and
mental health sectors.
During 2015-16 we engaged with hospital executives for the purpose of collaborating
more closely on quality improvements. HaDSCO met with executives from four
metropolitan hospitals to discuss our complaints system and provide information on
complaints received by our Office about their health service. This provided an
excellent opportunity to discuss issues unique to each hospital and provide specialist
advice, guidance and support in effective complaints management.
Health and Disability Services Complaints Office 2015-16 Annual Report 56
Effective complaint handling sessions
One of our core functions is to assist providers in developing and improving
complaints management procedures. As such, HaDSCO worked collaboratively with
complaints staff at a large service provider to strengthen their capacity in complaint
handling.
This work was initiated after we identified a number of complaints about the provider
that were escalating to our Office. During February to April 2016 we provided
education and training to the provider’s complaints management staff to enable them
to respond more effectively to complaints.
Health Complaint Advisory Group
HaDSCO is an ex-officio member of the Health Complaint Advisory Group (HCAG),
which is responsible for the promotion of best practice in complaint management by
Western Australian Health Services.
Representation at the meetings is through the patient liaison services of the major
public hospitals that make up the Department of Health, BreastScreen WA, St John
Ambulance and the Health Consumers’ Council.
The function of HCAG is to provide advice and education by sharing and exchanging
information in relation to complaints management, with guest speakers invited to
present.
During 2015-16, the group covered a range of topics, including:
The challenges of consumer liaison.
Professional development of the members particularly in the management of
difficult behaviours.
Sharing complaint issues and trends, lessons learned and quality
improvement initiatives.
Discussion of the use of focus groups, the outcomes achieved and the
benefits realised.
The changes introduced by the Mental Health Act 2014 which created new
rights for families and carers to be more involved in decision making and
treatment planning, as well as additional safeguards and advocacy services to
protect the rights of people experiencing mental illness.
Conciliation Steering Committee
In June 2016, HaDSCO co-hosted a conciliation event with the Small Business
Development Corporation to learn more about our respective conciliation processes.
Titled 'The Challenges and Successes of Practicing Conciliation in Government
Agencies', the event brought together key public sector agencies that provide
conciliation services in Western Australia. The event provided a valuable opportunity
to share and exchange information about each of our conciliation models, including
Health and Disability Services Complaints Office 2015-16 Annual Report 57
processes and outcomes, as well as the successes and challenges associated with
each.
Forming part of a wider series of events, the purpose of the session was to provide a
supportive space for conciliators to participate in professional development, with the
potential for creating a network of peers and like-minded people. This session
followed an earlier event where the Equal Opportunity Commission and WorkCover
WA led an interactive discussion about contemporary issues and experiences in
conciliation, which included participation by HaDSCO staff.
Infographics
This year we elected to use a new way of sharing the complaints information we
receive, including our own and external complaints data, in the form of infographics.
In creating the infographics we aimed to provide a snapshot of information, in an
easy-to-read format, showcasing some of the key statistics for each period and
sector. This included:
Disability Awareness Week
2015
In celebration of Disability
Awareness Week we created a
disability complaints infographic to
provide an overview of disability
complaints received by our Office
over a five year period – from 2010
to 2015, to share with our
stakeholders.
Mental Health Week 2015
Given the national focus on
mental health, we created an
infographic resource as a means
to share the complaints
information we receive, including
the trends we observe through our
data, and shared this with our
stakeholders.
Health and Disability Services Complaints Office 2015-16 Annual Report 58
Western Australian Medication Safety Group Symposium
In September 2015 we took part in the Western Australian Medication Safety Group
Symposium, led by the Department of Health.
Created as an educational day for medical practitioners, pharmacists, nurses and
other health professionals with an interest in medication safety, the symposium
focused on Standard 4 of the National Safety and Quality Health Service Standards
– Medication Safety. In particular, there was an emphasis on patient literacy,
communicating with patients and carers and continuity of medication management.
HaDSCO presented on ‘Patient Literacy and Continuity of Care’, using complaints
data and trends. This provided an opportunity to share expertise and knowledge with
other health professionals and further define our role in health complaints
management, with a focus on our role in system improvement.
Keeping our stakeholders well informed
Underpinning our tailored engagement programs is the central concept of raising
HaDSCO’s profile. We do this by providing information about the services we offer
and the initiatives we have running through a range of print and online mechanisms,
as well as a range of events.
Brochures and features
During 2015-16 HaDSCO distributed 1,865
targeted brochures to a range of services
and organisations throughout Western
Australia. These brochures provide
information about our role and services
and detail the ways in which a complaint
can be raised with us, including details
about how to contact the Office.
We also utilised opportunities to feature in
a range of publications and websites to
promote awareness of HaDSCO and build
interagency relationships. This included
utilising meaningful and tailored media
opportunities including features in The
West Australian supplement Supporting
People with Disability in Western Australia,
reaching an audience of 633,000 readers
across metropolitan and regional Western
Australia, including 403,000 Western
Australians living with a disability.
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In preparation for the commencement of the
Mental Health Act 2014 in November 2015,
we developed a range of useful resources
to clarify our role in managing mental health
complaints. This included a 'Making a
Mental Health Complaint' information sheet,
which was supported by a dedicated Mental
Health Complaints page on our Collaborate
and Learn platform. Here, an address book
was also created to provide contact details
for advocates and additional supports
available to the community.
Events and conferences
Each year we plan and execute a tailored
events strategy to ensure we use our
resources effectively in terms of the events
we attend.
This year, we attended and undertook a range of activities at a variety of events and
conferences, to reach out to different stakeholder groups. This included hosting
HaDSCO booths and being on hand to answer questions, providing tailored
complaints presentations and including our information sheets and brochures in
event satchels and associated materials. We undertook these activities at a range of
events including:
Mental Health Week 2014 ‘World Mental Health Day’;
West Australian Mental Health Conference 2016;
Mental Health Act 2014 Mental Health Commission community information
events;
Carers Western Australia Family Day and Expo; and
Seniors Recreational Council of Western
Australia ‘Have a Go Day 2015’.
Online and e-newsletters
Being able to relay timely and relevant information
to our stakeholders is essential. To ensure we were
able to do this to the best of our ability, we
continued to provide a hub of information
and resources via our online engagement
platform – Collaborate and Learn.
The platform enabled us to utilise a
HaDSCO specific news function as well as a
sector-wide ‘what’s new in the sector’ area,
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to provide information on consultations, initiatives and events taking shape across
the health, disability and mental health sectors. Additionally, we continued to update
the website’s dedicated project pages, tailored to individual group needs, including
the CCRG page, to keep stakeholders informed and provide access to key resources
related to their area of interest.
We ensured our subscription list members were kept up-to-date with HaDSCO
specific initiatives and updates via our e-newsletter. Titled ‘HaDSCO Connect’, the e-
newsletter provided monthly and quarterly updates to stakeholders who had self-
selected to receive this information.
Providing a service for all Western Australians
We provide our services to all Western Australians, including Aboriginal, Culturally
and Linguistically Diverse (CaLD), remote and rural, which each bring their own set
of challenges. Each year we tailor and plan a schedule of outreach activities and
specific initiatives to engage with otherwise hard-to-reach communities.
“Voice up” video resource
As part of the Service Delivery Arrangement
with the Australian Government, our
services are also available to residents of
the Indian Ocean Territories (IOT). We
usually visit the IOT every two years to raise
awareness of our services and speak to
community members directly about
concerns they may have about health,
disability and mental health services. Whilst
complaints can be made at any time by the
IOT community, the visit helps us to build
networks and engage with the community
face-to-face about their concerns.
During 2015-16 we undertook follow-up
work from our June 2015 visit, during which
we enlisted the help of volunteer community
members to produce a multi-language
educational video resource, to provide
information on the services we provide.
To support the video's release, we created a
range of promotional materials to help
ensure the campaign had a clear brand and
could easily be identified. As such, this
financial year we were able to finalise the
"Voice up" video resource and
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promote it widely in the IOT and throughout regional and remote Western Australia
with copies provided to a variety of organisations and community centres in these
areas.
Alongside this video, we continue to promote a range of resources, including print,
on-line and video, to ensure our services are accessible to all Western Australians.
This year we continued to promote our range of video resources including:
Aboriginal video resource “Speak up – Do something about it” created in
partnership with Yorgum Aboriginal Corporation.
Mental Health Service Complaints – Case Study video resource.
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4. Significant issues impacting the Office
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4.1. New legislation – Mental Health Act 2014
The Mental Health Act 2014 (the MH Act) came into operation on 30 November
2015. Under Part 19 of the MH Act, HaDSCO has responsibility to manage
complaints about mental health services relating to all public, private and not-for-
profit service providers. Although the Office previously dealt with complaints about
mental health services under its health complaints jurisdiction, the introduction of the
MH Act has formalised this arrangement in this important area.
In preparation for the introduction of the MH Act, in 2015, HaDSCO coordinated the
establishment of a Mental Health Complaints Partnership Agreement and
Addendum, a joint initiative between HaDSCO, the Department of Health, the Mental
Health Commission, the Office of the Chief Psychiatrist and the former Council of
Official Visitors (now the Mental Health Advocacy Service). This aims to streamline
the complaints process for consumers and service providers, and clarify roles and
responsibilities of the individual organisations. During 2015-16, HaDSCO has been
working with the Partnership organisations on a range of initiatives as detailed in the
Agreement.
Under the MH Act, HaDSCO is responsible for the collection of State-wide mental
health complaints data from public, private and not-for-profit service providers in
Western Australia. A process will be commenced to prescribe mental health service
providers by regulation, for this purpose in the future.
4.2. The National Code of Conduct for health care workers
At the Council of Australian Governments Health Council meeting on 17 April 2015,
the Health Ministers agreed the terms of the first National Code of Conduct for health
care workers not registered with the National Registration and Accreditation Scheme
for health practitioners.
Ministers agreed that, under the proposed arrangements, each state and territory
would be responsible for enacting (or amending) legislation and regulations to give
effect to the National Code. In Western Australia, this will see the National Code
regulated by HaDSCO, which will allow for effective action to be taken against a
healthcare worker who fails to comply with standards of conduct or practice.
Legislative changes will be required to give effect to the National Code in Western
Australia. A policy framework is required to underpin the new powers and functions
of HaDSCO under proposed legislation to implement the National Code. Preliminary
work to implement the National Code commenced in 2016.
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4.4. Managing complaints about registered health practitioners
An independent review of the National Accreditation Scheme for Health
Professionals was concluded in 2014 and contained a number of recommendations
to improve the operation of complaints and notifications processes for the National
Boards, Australian Health Practitioner Regulation Agency (AHPRA), and Health
Complaints Entities (HCEs) operating in each state and territory.
As a result, in February 2015 a joint national working group was established to
identify areas for change in the complaint and notification processes. This included
streamlining processes to ensure they are more responsive for all parties; providing
greater consistency in the complaint and notification processes between
jurisdictions; and providing increased clarity regarding the roles of the HCEs and
AHPRA. HaDSCO has been contributing to the national working group to implement
tools to streamline the complaint management and notification processes.
4.5. Managing complaints about disability services
Under Part 6 of the Disability Services Act 1993, HaDSCO manages complaints
relating to disability service providers that are wholly or partly State-funded.
The implementation of the National Disability Insurance Scheme (NDIS) and WA
National Disability Insurance Scheme is continuing in Western Australia.
In May 2015, HaDSCO made a submission on the NDIS consultation paper
‘Proposal for a National Disability Insurance Scheme Quality and Safeguarding
Framework’ in respect of future arrangements for managing complaints about
disability services; supporting HaDSCO’s role to provide a statutory, independent
complaints function to manage NDIS complaints. HaDSCO’s role in managing
complaints that arise from the trials and the outcome of the consultation will require
clarification. In the meantime, HaDSCO will continue to work with key stakeholders
during 2016-17 to clarify ongoing roles and responsibilities.
4.3. Review of legislation
In October 2010, amendments to the Health and Disability Services (Complaints) Act
1995 (the Act) came into operation. The legislation requires a review of the Act,
including Part 6 of the Disability Services Act 1993, to occur as soon as practicable
after five years of operation. It is expected this review will be progressed in 2017.
Health and Disability Services Complaints Office 2015-16 Annual Report 65
4.6. New strategic plan
Work is currently underway to develop a new strategic plan, having undertaken
extensive public consultation in 2015-16.
A variety of feedback mechanisms were used to gain input from HaDSCO
stakeholders, including a future direction planning forum with the health, disability
and mental health sectors, and the community. In addition, the former Director
undertook a series of executive interviews with key leaders across the three sectors,
including advocates and relevant groups who have links with the community. An
online survey was used to obtain input from interested parties. The Office also
reviewed the issues identified through ongoing engagement programs with key
consumer groups.
The new strategic plan will be finalised during 2016-17 taking into consideration the
feedback, comments and suggestions received and having regard to sector-wide
initiatives.
4.7. Providing access to our services
HaDSCO seeks to ensure its services are accessible to all Western Australians.
Consultation with stakeholders in regional areas has identified a growing need for
HaDSCO to connect with rural and remote communities. HaDSCO will continue to
work with a range of public, private and community sector agencies to achieve this.
This year HaDSCO released a video in several languages to promote its services,
having identified a need for an educational tool for use in Culturally and Linguistically
Diverse communities. The Office was able to launch the video in 2015-16 as a result
of consultation undertaken with Christmas Island community members during the
2014-15 financial year, some of whom feature in the video.
Health and Disability Services Complaints Office 2015-16 Annual Report 66
5. Disclosures and legal compliance This section ensures full disclosure of our financial statements, key performance indicators and legal and governance reporting requirements.
Health and Disability Services Complaints Office 2015-16 Annual Report 67
5.1. Financial statements
Independent Auditor’s Report
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Certification of Financial Statements
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Statement of Comprehensive Income
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Statement of Financial Position
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Statement of Changes in Equity
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Statement of Cash Flows
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Notes to the Financial Statements
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5.2. Estimates of expenditure S40 Financial Management Act 2006
As required under Section 40 of the Financial Management Act 2006 and Treasurer’s Instruction
953 the Annual Financial Estimates for HaDSCO for the 2016-17 financial year are provided in
the table below. The Hon. John Day BSc BDSc MLA, Minister for Health; Culture and the Arts
approved the budget estimates on 11 July 2016.
Notes:
1. No amortisation expense has been estimated for FY2016/17 as the computer software will be fully amortised by the end of FY2015/16. 2. Commonwealth grant received in relation to programs for the Indian Ocean Territories. The agency does not anticipate this funding to be
fully utilised in FY2016/17 and it is likely that some of these funds will be carried forward into the next financial year. Carryover amounts will be treated as restricted cash as they have been provided for a specific purpose and there may be a requirement to return these funds if requested by the Commonwealth.
3. Other revenue is related to funds received for the Senior Officers Vehicle Scheme. It is unclear at this time if there will be another vehicle added to the scheme, and therefore, only an estimate for one (1) vehicle has been considered for the purposes of these estimates.
4. Resources received free of charge from Building Management and Works, State Solicitors Office and WA Health. Corresponding expenses appear within the ‘Other expense’ and the ‘Supplies and services’ line items, which relate to building lease management, legal fees, finance, information technology, supply and human resources.
Health and Disability Services Complaints Office S40 Financial Management Act 2006 Submission Statement of Comprehensive Income Notes 2016/2017
Estimate $
COST OF SERVICES Expenses
Employee benefits expense 2,041,861 Supplies and services 348,933 Amortisation expense 1 - Depreciation expense 1,903 Repairs, maintenance and consumable equipment 8,963 Other expenses 586,875
Total cost of services 2,988,535 INCOME Revenue
Commonwealth grants and contributions 2 16,917 Other grants and contributions 30,000 Other revenue 3 2,832
Total revenue 49,749
Total income other than income from State Government
49,749
NET COST OF SERVICES 2,938,786
Income from State Government
Service appropriation 2,701,000 Services received free of charge 4 257,014
Total income from State Government 2,958,014
SURPLUS FOR THE PERIOD
19,228
TOTAL COMPREHENSIVE INCOME FOR THE PERIOD 19,228
Health and Disability Services Complaints Office 2015-16 Annual Report 93
Health and Disability Services Complaints Office S40 Financial Management Act 2006 Submission Statement of Financial Position
Notes 2016/2017 Estimate
$ ASSETS Current Assets
Cash and cash equivalents 1,024,687 Restricted cash and cash equivalents 1 16,917 Receivables 19,817 Other current assets 17,365
Total Current Assets 1,078,786 Non-Current Assets
Plant and equipment 2 5,709 Intangible assets -
Total Non-Current Assets 5,709
Total Assets 1,084,495
LIABILITIES Current Liabilities
Payables 151,887 Provisions 287,583
Total Current Liabilities 439,470 Non-Current Liabilities
Provisions 126,625
Total Non-Current Liabilities 126,625
Total Liabilities 566,095
NET ASSETS 518,400
EQUITY Accumulated surplus 518,400
TOTAL EQUITY 518,400
Notes:
1. Commonwealth grant received in relation to programs for the Indian Ocean Territories. The agency does not anticipate this funding to be fully utilised in FY2016/17 and it is likely that some of these funds will be carried forward into the next financial year. Carryover amounts will be treated as restricted cash as there may be a requirement to return these funds if requested by the Commonwealth.
2. Property, plant and equipment relates to the photocopier machine purchased at the end of FY2015/16.
Health and Disability Services Complaints Office 2015-16 Annual Report 94
Health and Disability Services Complaints Office S40 Financial Management Act 2006 Submission Statement of Cash Flows 2016/2017
Estimate $
CASH FLOWS FROM STATE GOVERNMENT Service appropriation 2,701,000
Net cash provided by State Government 2,701,000
CASH FLOWS FROM OPERATING ACTIVITIES Payments
Employee benefits (1,917,041) Supplies and services (620,703)
Receipts Commonwealth grants and contributions 16,917 Other grants and contributions 30,000 Recoveries and other receipts 2,832
Net cash provided by/(used in) operating activities (2,487,995)
CASH FLOWS FROM INVESTING ACTIVITIES Payments
Purchase of non-current assets (7,612) Receipts
Proceeds from sale of non-current assets -
Net cash provided by/(used in) investing activities (7,612)
CASH FLOWS FROM FINANCING ACTIVITIES
Payments Repayment of finance lease liability -
Net cash provided by / (used in) financing activities -
Net increase/(decrease) in cash and cash equivalents 205,393
Cash and cash equivalent at the beginning of the period 836,211
CASH AND CASH EQUIVALENTS AT THE END OF THE PERIOD
1,041,604
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5.3. Key Performance Indicators
Certification of Key Performance Indicators
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Our Key Performance Indicators
Health and Disability Services Complaints Office
Report on Key Performance Indicators Government goal: Greater focus on achieving results in key service delivery areas for the benefit of all Western Australians. Desired outcome: Improvement in the delivery of health and disability services. An overview of the Health and Disability Services Complaints Office (HaDSCO) Key Performance Indicators is demonstrated in the table below:
Key Effectiveness Indicator
Services Key Efficiency Indicators
Proportion of recommendations resulting in implementation by providers
Service One – Complaints Management: Assessment, negotiated settlement, conciliation and investigation of complaints
KPI 1.1 Percentage of complaints closed within legislation timeframes KPI 1.2 Average cost per finalised complaint
Service Two – Education: Education and training in the prevention and resolution of complaints
KPI 2.1 Average cost per presentation, awareness raising, consultation and networking activities
Key Effectiveness Indicator The Key Effectiveness Indicator reports on the proportion of recommendations resulting in implementation by providers. HaDSCO’s key focus as an Office is to improve health, disability and mental health services. As a result of HaDSCO’s complaints management processes, recommendations and agreed actions are made by HaDSCO to service providers to improve the delivery of health, disability and mental health services. The purpose of the Key Effectiveness Indicator is to report on the extent to which service providers are making changes to improve processes, practices and policies as a result of recommendations and agreed actions made by HaDSCO that arise from complaints. The table below represents the number of service improvements that providers implemented, as a proportion of total service improvements agreed to, or recommended, between 2011-12 and 2015-16:
2011-12 2012-13 2013-14 2014-15 2015-16
56/69 55/78 64/90 55/86 51/76
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Key Efficiency Indicators Service One – Complaints Management: Assessment, negotiated settlement, conciliation and investigation of complaints
HaDSCO provides an impartial resolution service for complaints relating to health, disability and mental health services provided in Western Australia. This service is provided free of charge and is available to all users and providers. HaDSCO delivers complaint management services, through assessment, negotiated settlement, conciliation and investigation of complaints.
The Key Efficiency Indicator relating to the provision of this service focuses on the percentage of complaints closed within legislative timeframes and the average cost per finalised complaint. Key Efficiency Indicator 1.1: Percentage of complaints closed within legislation timeframes In the management of complaints, HaDSCO works to statutory timeframes set out in the Health and Disability Services (Complaints) Act 1995 and other enabling legislation. The table below represents the target and actual results for the legislative timeframes between 2011-12 and 2015-16:
HaDSCO continues to implement strategies to ensure the timely, efficient and effective management of complaints building on changes implemented in 2014-15 which are now firmly embedded into the complaints process. Ninety seven percent of complaints were assessed within 56 days, which exceeded the target of eighty five percent. This is an improvement on the previous year and reflects ongoing improvements in the timeliness of the assessment of complaints, and demonstrates HaDSCO’s commitment to providing a responsive and efficient complaints management service. Key Efficiency Indicator 1.2: Average cost per finalised complaint
The purpose of the Key Efficiency Indicator is to demonstrate the average cost per finalised complaint. It provides information on how much each complaint costs when managed through the complaints process. HaDSCO forecasted that 2,455 complaints would be managed during the 2015-16 financial year. However, HaDSCO managed 2,554 complaints, which was four percent above the forecasted figure.
Legislative requirement
Legislative timeframe
(days) 2011-12 2012-13 2013-14 2014-15
2015-16 Target
2015-16 Actual
Preliminary assessment by Director s.34 (1)
28 83% 91% 92% 100% 95% 98%
Preliminary assessment by Director s.34 (1) (c)
56 73% 72% 86% 93% 85% 97%
Notice to provider and others s.35
14 90% 86% 89% 93% 95% 93%
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The table below demonstrates the average cost per complaint, target and actual from 2011-12 to 2015-16:
2011-12 2012-13 2013-14 2014-15 2015-16 Target
2015-16 Actual
$666 $685 $731 $694 $743 $740
There has been a marginal increase in the cost per complaint in 2015-16 as a result of the allocation of resources to manage fluctuations in complaint numbers at various times during the year, including for the management of complaints about mental health services following the introduction of the Mental Health Act 2014 on 30 November 2015.
Service Two – Education: Education and training in the prevention and resolution of complaints This service supports HaDSCO’s broader role, which includes:
Collaborating with groups to review and identify the causes of complaints and
suggesting ways to minimise those causes.
Assisting providers to improve complaints management procedures and to educate their staff to effectively manage complaints.
Sharing information and reporting on the work of HaDSCO to specific stakeholders and the public in general.
The Key Efficiency Indicator relating to the provision of this service focuses on the average cost per presentation, awareness raising, consultation and networking activities. Group one costs: Development, production and distribution of information The group one costs relate to the resources that contribute to the development, production and distribution of information. During the 2015-16 financial year, HaDSCO delivered a number of projects and initiatives. Examples of work that contributed to this cost included:
Releasing a series of infographics, as a means to innovatively share key health and disability complaint data trends across these sectors.
Creating a mental health information sheet to support the implementation of the Mental Health Act 2014 to outline HaDSCO’s role in managing mental health complaints.
Continuing to update HaDSCO’s online engagement site – Collaborate and Learn – through news items, case studies and resources, to provide users with tools to effectively manage complaints and promote system improvements.
The table below demonstrates group one costs for development, production and distribution of information from 2011-12 to 2015-16:
2011-12 2012-13 2013-14 2014-15 2015-16
Group one costs: Development, production and distribution of information
$166,093 $250,584 $282,183 $327,709 $412,419
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Group two costs: Presentations, awareness raising, consultations and networking The group two costs relate to the resources that contribute to presentations, awareness raising, consultations and networking. During the 2015-16 financial year examples of work that contributed to this cost included:
Hosting a conciliation learning event with the Small Business Development Corporation to learn more about our respective conciliation processes.
Continuing to host HaDSCO’s Consumer and Carer Reference Group (CCRG) comprising representatives from the health, disability and mental health sectors, to gain consumer feedback and perspectives on a range of initiatives and projects.
Launching the Mental Health Complaints Partnership Agreement; an initiative between key state government agencies involved in managing complaints about mental health services.
Delivering a presentation at the 2016 Mental Health Conference titled ‘An overview of mental health complaints in WA’ to share information on complaint trends and raise awareness of the role of HaDSCO.
The table below demonstrates group two costs for presentations, awareness raising, consultations and networking from 2011-12 to 2015-16:
2011-12 2012-13 2013-14 2014-15 2015-16
Group two costs: Presentations, awareness raising, consultations and networking
$245,843 $341,400 $430,679 $452,323 $618,629
Key Efficiency Indictor 2.1: Average cost per presentation, awareness raising, consultation and networking activities The purpose of this Key Efficiency Indicator is to demonstrate the average cost per presentation, awareness raising, consultation and networking activities. HaDSCO forecasted that 500 engagement activities (presentations, awareness raising activities, consultation and networking activities) would be delivered during the 2015-16 financial year. However, 262 were delivered during this period. This estimate had been based on the activities undertaken during 2014-15, when a record number of 523 engagement activities were delivered. However, the 2014-15 year was recognised as an exception and the number of activities in 2015-16 is more reflective of previous years. The 262 activities included:
• 25 presentations to provide a range of general and tailored information to stakeholders.
• 45 awareness raising activities to promote HaDSCO’s services, increase knowledge of effective complaints management practices and raise awareness of patterns and trends resulting from analysis of complaints data.
• 170 consultations with key groups to share and exchange views, seek advice and participate in meaningful discussion.
• 22 networking opportunities to build relationships with providers, government agencies and consumer groups.
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The table below represents the average cost per presentation, awareness raising, consultation and networking activities from 2011-12 to 2015-16:
2011-12 2012-13 2013-14 2014-15 2015-16 Target
2015-16 Actual
Average cost per presentation, awareness raising, consultation and networking activities
$1,336 $1,538 $1,544 $865 $927 $2,361
The average cost per presentation, awareness raising, consultation and networking activities is higher compared to the target and prior year due to higher employee benefits expense, computer and support services provided by shared service provider, and the over-estimate and reduction of the engagement activities during the year.
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5.4. Ministerial directives
Treasurer’s Instruction 903(12) requires the disclosure of information on any
ministerial directives relevant to the setting or achievement of desired outcomes or
operational objectives, investment and financing activities. No ministerial directives
were received during the financial year.
5.5. Other financial disclosures
Pricing policy of services
HaDSCO receives revenue under a Service Delivery Arrangement with the
Australian Government. Under this arrangement HaDSCO handles enquiries and
complaints from the Indian Ocean Territories (IOT) regarding the delivery of health,
disability and mental health services.
Each year HaDSCO recoups costs from the Australian Government for any
complaints received from the IOT. Cost recovery is based on the average cost per
complaint published in the Annual Report. Administrative costs and the costs of any
travel to the territories by HaDSCO staff and any promotional materials are also
recouped in full.
Capital works
No capital works were undertaken during the 2015-16 reporting year.
Employment and Industrial Relations
Comparative full time equivalent (FTE) allocation by category
The Office managed resourcing requirements with the constraint of a salary cap.
Category 2014-15 2015-16
Full-time (permanent) 7 9
Full-time (contract) 6 6
Part-time (permanent) 2 2
Part-time (contract) 1
Total 16 17
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Industrial relations The majority of HaDSCO employees are employed under the Public Service and
Government Officers General Agreement 2014. The Director is employed under the
Salaries and Allowances Tribunal Act 1975.
Staff development
Consistent with the Public Sector Commission aim of bringing leadership and
expertise to the public sector to enhance integrity, effectiveness and efficiency,
HaDSCO places an emphasis on developing staff to help improve performance and
enhance capability.
In the past twelve months, employees have completed specialised training in cultural
awareness, compassion fatigue and occupational safety and health.
Leadership expertise has been enhanced by employee participation in the
Foundations of Government Human Resources program (Public Sector
Commission), Women in Leadership program (Australian Institute of Management)
and the Executive Master of Public Administration program (Australia and New
Zealand School of Government).
Workers Compensation
In accordance with Treasurer’s Instruction 903 (13iiic), the Office had the following
workers compensation disclosures in the 2015-16 reporting year.
Category 2014-15 2015-16
Workers’ compensation claims 0 0
Lost time injuries 0 0
Purchasing cards
In accordance with Treasurer’s Instruction 903 (13iv), there are no instances of a
Western Australian Government Purchasing Card that has been used for a personal
purpose for the 2015-16 reporting year.
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5.6. Governance disclosures
In accordance with Treasurer’s Instruction 903 (14(i)(ii)(iii)(iv)) senior officers of the Health and Disability Services Complaints Office are required to disclose particulars, other than normal contracts of employment of service, any shares or interest in any existing or proposed contract which a senior officer, or a firm of which a senior officer is a member, or an entity which a senior officer has a substantial financial interest, has made with the Office or any subsidiary body, related body or affiliated body of the Office.
Shares in Statutory Authorities
There are no shares held as a nominee or beneficially by a senior officer of the
Health and Disability Services Complaints Office in the 2015-16 reporting year.
Shares in subsidiary bodies
There are no shares in any subsidiary body of the agency held either as a nominee
or beneficially by a senior officer in the Health and Disability Services Complaints
Office in the 2015-16 reporting year.
Interests in contracts by senior officers
There have been no declarations of an interest in any existing or proposed contracts
by senior officers in contract and procurement matters at the time of reporting.
Benefits to senior officers through contracts
No senior officers of the Health and Disability Services Complaints Office have
received any benefits through contracts in the 2015-16 reporting year.
5.7. Other legal requirements
Insurance paid to indemnify directors
The Health and Disability Services Complaints Office does not have any directors as
defined by Part 3 of the Statutory Corporations (Liability of Directors) Act 1996.
Advertising
In accordance with s.175ZE of the Electoral Act 1907, the Office is required to report
on expenditure incurred during the financial year in relation to advertising, market
research, polling, direct mail and media advertising.
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The total expenditure for the 2015-16 reporting year was $6,968 as detailed in the table below.
Item Cost
Advertising agencies
Adcorp Australia Limited
WA Association for Mental Health
David Broadway Photographer
$6,248
Market research organisations Nil
Polling organisations Nil
Direct mail organisations $697
Media advertising organisations $23
Compliance with Public Sector Standards
The senior executive understand that strong leadership, a positive organisational
culture and robust governance systems are all drivers of ethical behaviour, create
opportunity for improved organisational performance and public trust and confidence.
The administration of the Office complies with the Public Sector Standards in Human
Resource Management, the Western Australian Public Sector Code of Ethics and
the Office’s Code of Conduct.
This is underpinned by policy and procedure relating to the Standards, regular
professional development for staff about the Standards and inclusion of the related
policies as a topic in the induction process.
At the request of the Office, the Public Sector Commission peer reviewed the Code
of Conduct in the 2015-16 reporting year and provided feedback and comments for
consideration. The Office is committed to undertaking a full review in the coming
reporting year to ensure that all business requirements are encompassed and
reflective of the current operating environment.
Monitoring provisions also include:
A process to ensure there are current performance management plans in
place for all employees.
A quality assurance process is undertaken prior to the final decision for
recruitment, selection and appointment.
The renewal and development of policy and procedure to ensure correct
application in the current working environment.
Health and Disability Services Complaints Office 2015-16 Annual Report 105
The applications made for a breach of standards review and the corresponding outcomes for the reporting period are detailed in the following table.
Applications for breach of standard and corresponding outcomes for 2015-16
Number lodged 0
Number of breaches found 0
Number still under review 0
Freedom of information procedures and access arrangements
Freedom of information statement The Freedom of Information Act 1992 (the FOI Act) was established to enhance public participation in government and increase the accountability of State and local governments.
In creating a right of public access to government documents, the FOI Act requires agencies to make available details about the kind of documents it holds and provide information as to how they can be accessed.
Along with enabling the public to understand how government and its agencies operate, the FOI Act also allows people to obtain and seek amendment to personal information about themselves if the information held on the public record is inaccurate, incomplete, out of date or misleading.
In accordance with the FOI Act, the Health and Disability Services Complaints Office (HaDSCO) aims to make information available to the public promptly and at the least possible cost.
Health and Disability Services Complaints Office HaDSCO is an independent Statutory Authority offering an impartial resolution service for complaints relating to health, disability and mental health services in Western Australia and the Indian Ocean Territories. Our vision is to empower users and providers to collaboratively improve health and disability services. The Office is required to administer legislation on behalf of the State Government. Legislation administered outlines the responsibilities and processes required to manage complaints. HaDSCO administers the following legislation:
Health and Disability Services (Complaints) Act 1995
Part 6 of the Disability Services Act 1993
Part 19 of the Mental Health Act 2014
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Under this legislation, HaDSCO’s main functions are to:
Deal with complaints by conciliation, negotiated settlement or investigation.
Review and identify the causes of complaints.
Provide advice and make recommendations for service improvement.
Educate users and providers about complaint handling procedures.
Inquire into broader issues of health and disability care arising from complaints received.
Work in collaboration with users and providers to improve health and disability services.
Publish the work of the Office.
Perform any other function conferred on the Director by the Act or another written law.
In accordance with the legislation, the Office is able to do all things that are necessary, or convenient to be done, in order to perform these functions. Freedom of Information applications The FOI Act recognises two kinds of requests for information, personal and non-personal information. Clause 1, Schedule 2 of the FOI Act defines personal information as ‘information or an opinion, whether true or not, and whether recorded in a material form, or not, about an individual whether living or dead’. This includes, but is not limited to, information from which the identity of an individual is apparent or can reasonably be ascertained. Non-personal information relates to information concerning people other than the FOI access applicant. This also includes, but is not limited to, information, opinions, contact details or genetic information. Application submission In accordance with s.12 of the FOI Act applications must:
be in writing;
provide enough information so that the requested document can be identified;
provide an Australian address to which notices can be sent; and
be lodged at the agency together with the application fee (if required). Applications by post or by email can be made as follows: By post: By email: FOI Coordinator FOI Coordinator PO Box B61 [email protected] PERTH, WA 6838
Health and Disability Services Complaints Office 2015-16 Annual Report 107
In accordance with s.13 of the FOI Act an acknowledgement letter will be forwarded to the applicant notifying them of the 45 day deadline in which their application will be processed. Fees and charges In accordance with s.16(1)(d) of the FOI Act, no fee or charge is payable for access to, or amendment of personal information. However, under s.12(1)(e) a fee is payable for FOI applications which request access to non-personal information. The following table details the fees and charges applicable under the FOI Act.
Charge Description Fee Payable
Application fee $30.00
Time taken dealing with the application $30.00 per hour
Access time supervised by staff $30.00 per hour
Photocopying relevant documents $30.00 per hour for staff time,
plus 20c per copy
Staff time in transcribing information from a tape or other device
$30.00 per hour
Duplicating a tape, film or computer information
Actual cost
Delivery, packaging and postage Actual cost
Processing FOI applications The FOI Coordinator is responsible for the management of all requests received and liaises with the applicant and stakeholders to process the application in accordance with the FOI Act. When a decision has been made, the applicant will receive a Notice of Decision which outlines the rationale for the decision in accordance with s.30 of the FOI Act. The Notice of Decision will advise the manner in which access has been provided. The levels of access are:
Full access
Partial access (edited format)
Refused access
Decision review If the applicant is dissatisfied with a FOI decision made, an application for an internal review of the decision may be made. Internal review applications should be made in writing within 30 calendar days of receiving the Notice of Decision. HaDSCO will respond within 15 days of receiving the internal review request.
Health and Disability Services Complaints Office 2015-16 Annual Report 108
If the applicant is still not satisfied after the internal review is completed, a written complaint may be lodged to the Information Commissioner for an external review. In certain instances, questions of law that arise in the course of dealing with an FOI complaint may be referred to the Supreme Court. Please note that no fees or charges are applicable for internal or external reviews. Documents held by the Office Records of the Office are arranged using activities based classification and include information about the following functions and activities:
Service One: Assessment, negotiated settlement, conciliation and investigation of complaints; and
Service Two: Education and training in the prevention and resolution of complaints.
There is some information that is freely available to the public. Broad categories of documents including the range indicated below are available to the public and can be accessed through the Office website at www.hadsco.wa.gov.au
Annual Reports
Brochures on various topics
Forms
Information sheets on various topics
Videos
Reports on particular issues and emerging trends
Strategic Plan
Translated brochures and documents
If you are seeking access to a specific document which cannot be located online, please contact the FOI Coordinator on (08) 6551 7620 with your request, prior to lodging an FOI application. How to Amend Your Personal Information An application can be made to the FOI Coordinator to request a correction or amendment to any document/s which contain personal information. Applications must be made in writing and clearly demonstrate how or why the record/s are inaccurate, incomplete, out-of-date or misleading. Details as to the amendment to be made must be specified in the application, within the options set out in the FOI Act. If the Office decides to amend personal information, this will usually be done by amending the record or adding a further note to the record. Similar to an FOI application, HaDSCO will inform the applicant of the decision and reasoning, via a Notice of Decision. The FOI Act also provides applicants with the right to appeal an amendment decision via the internal and external review process outlined in the decision review section.
Health and Disability Services Complaints Office 2015-16 Annual Report 109
The Office of the Information Commissioner can be contacted at the following address: Office of the Information Commissioner Albert Facey House 469 Wellington Street PERTH WA 6000 Tel: (08) 6551 7888 Toll Free: 1800 621 244 (Western Australia only) Fax: (08) 6551 7889 [email protected] www.foi.wa.gov.au The table below provides a summary of the applications finalised in the 2015-16 reporting year.
Applications 2014-15 2015-16
New applications received during the year 4 1
Finalised during the year 4 1
Average time to process (days) 57 19
Outcomes 2014-15 2015-16
Full access 1 0
Edited access 3 1
Deferred access 0 0
Section 26 Access 0 0
Section 28 access 0 0
Access refused 0 0
Total Decisions 4 1
Transferred to other agencies 0 0
Withdrawn 0 0
Total applications 4 1
Health and Disability Services Complaints Office 2015-16 Annual Report 110
Record keeping plans
During the 2014-15 reporting year, the Office worked with the State Records
Commission (the Commission) to review the record keeping processes and establish
a Record Keeping Plan which was approved by the Commission in the 2015-16
reporting year.
The approval of the plan demonstrates progress towards better practice and
compliance with minimum requirements and the draft Record Management Policy
and Procedures will be adopted in the 2016-17 financial year.
Disability access and inclusion plan
The Disability Services Act 1993 requires all state and local governments to develop
and implement a Disability Access and Inclusion Plan (DAIP). This helps to ensure
people with disability have the same opportunities as other people in the community
to access services, facilities and information.
We remain committed to ensuring that people with disability, their carers and families
have access to our services, information and facilities by implementing strategies
and initiatives identified in the plan.
The seven desired outcomes that we want to achieve are:
1. People with disability have the same opportunities as other people to access
the services and events that we organise.
2. People with disability have the same opportunities as other people to access
the buildings and facilities that we use.
3. People with disability receive information from us in a format that will enable
them to access the information as readily as other people are able to access
it.
4. People with disability receive the same level and quality of service from our
staff as other people in the community.
5. People with disability have the same opportunities as other people to make
complaints to us.
6. People with disability have the same opportunities as other people to
participate in any public consultation we host.
7. People with disability have the same opportunities as other people to seek
employment, professional development and work experience with us.
The following strategies were progressed in the 2015-16 reporting period:
Incorporated the objectives of the DAIP into the 2015-16 operational plan and
other policies and procedures.
Health and Disability Services Complaints Office 2015-16 Annual Report 111
Continued to host the Consumer and Carer Reference Group (CCRG), which
includes participants who represent health, disability and mental health sectors.
Promoted the DAIP during the induction process for new staff.
5.8. Government policy requirements
Occupational Safety and Health
In accordance with the Public Sector Commissioner’s Circular 2012/05: Code of
Practice: Occupational Safety and Health in the Western Australian Public Sector,
the Office complies with the requirements of the Occupational Safety and Health Act
1994, the Workers Compensation and Injury Management Act 1981 and the Code of
Practice: Occupational Safety and Health in the Western Australian Public Sector.
We take our commitment to providing and maintaining a safe and healthy work
environment for all employees, contractors and visitors very seriously. We engage in
best practice Occupational Safety and Health management practices required under
the Occupational Safety and Health Act 1994, including reporting, training,
discussion and accountability in order to minimise workplace injuries.
Additionally, our pro-active approach to injury management has seen us commence
a review of the current workers’ compensation, injury management and return to
work policies, in accordance with the Workers Compensation and Injury
Management Act 1981.
As an on-going measure, we encourage employees to identify potential risks and
report these to the Occupational Safety and Health representative.
During this reporting year the Office:
Provided ergonomic assessments for employees.
Engaged the services of an Employee Assistance Program.
Continued Occupational Safety and Health Committee meetings and
established terms of reference.
Reviewed and developed the suite of policies.
Continued with the annual influenza vaccination program.
Supported employees to undertake Fire Warden training.
Continued to apply the Incident Report form and Hazard checklist.
Health and Disability Services Complaints Office 2015-16 Annual Report 112
The table below represents our annual performance in relation to the specified
targets.
Indicator 2013-14
Actual 2014-15
Actual 2015-16
Target Comment
Number of fatalities 0 0 0 Target achieved
Lost time injury/disease (LTI/D) incidence rate
0.52% 9.52% 0 Target achieved
Lost time injury severity rate 0 0 0 Target achieved
Percentage of injured workers returned to work within 13 weeks
100% 100%
Greater than or equal to 80%
Target exceeded
Percentage of injured workers returned to work within 26 weeks
100% 100%
Greater than or equal to 80%
Target exceeded
Percentage of managers and supervisors trained in occupational safety, health and injury management responsibilities
75% 75%
Greater than or equal to 80%
Target achieved
Risk management
The Office commenced a review of the Risk Management Policy and Plan in the
previous financial year. The draft policy and plan detail controls that have been
identified for significant risks and any action required is assigned to a relevant
member of management. It is expected that the policy and plan will be ratified by the
Corporate Executive in the 2016-17 reporting year.
Substantive equality
Substantive equality seeks to eliminate systemic forms of discrimination in the
delivery of public sector services and to promote awareness of different needs of
client groups.
In accordance with the Equal Opportunity Act 1984 and the Public Sector
Commissioner’s Circular 2015/01: Substantive Equality (Implementation of the Policy
Framework (Addressing systemic discrimination in service delivery), the Health and
Health and Disability Services Complaints Office 2015-16 Annual Report 113
Disability Services Complaints Office aims to make our services accessible to all
people living in Western Australia and recognise that making a complaint can be
particularly difficult for some people, due to cultural, linguistic and geographical
challenges.
In an effort to achieve this, the Office:
Enabled people to make enquiries to our Office through different mediums, such
as over the phone, in writing (letter or email) or in person by appointment.
Continued with an ongoing commitment to the Consumer and Carer Reference
Group, including Culturally and Linguistically Diverse (CaLD) advocates from the
Ethnic and Disability Advocacy Centre, to ensure we are responsive to the needs
of the wider CaLD community.
Finalised a multi-language “Voice up” video resource, created with volunteer
community members from Christmas Island, and distributed to migrant and
community resource centres throughout regional and remote Western Australia.
Translated advertisements to feature in ‘The Islander’ a Christmas Island
community newsletter, to make community members aware of the “Voice up”
video.
Promoted our TTY and country toll free number in our publications and on our
website.
Provided access to our publications in different formats and languages.
Recognised that parts of our governing legislation can be difficult to comply with:
for example the requirement that people must attempt to resolve their complaint
with the service provider before contacting us. We therefore exercise discretion
about when this requirement should be enforced.
Workforce and diversity plan
The HaDSCO Workforce and Diversity Plan 2013-16 provides a strong workforce
planning framework to support the achievement of the goals in the strategy.
HaDSCO aims to attract, develop and retain a skilled and valued workforce with a
culture that supports high quality, responsive and efficient service; and to treat
people professionally, courteously and with appropriate sensitivity.
Health and Disability Services Complaints Office 2015-16 Annual Report 114
6. ppendices
Health and Disability Services Complaints Office 2015-16 Annual Report 115
6.1. Health providers prescribed under s75 of the Health and
Disability Services (Complaints) Act 1995
Prescribed entity
Abbotsford Private Hospital
Albany Community Hospice
Attadale Private Hospital
Bethesda Hospital
Department of Corrective Services
Department of Health, Child and Adolescent Health Service
Department of Health, Dental Health Services
Department of Health, North Metropolitan Health Service
Department of Health, South Metropolitan Health Service
Department of Health, WA Country Health Service1
Glengarry Private Hospital
Hollywood Private Hospital
Joondalup Health Campus
Mount Hospital
Ngala Family Services
Peel Health Campus
Perth Clinic
South Perth Hospital
Silver Chain Nursing Association Incorporated
St John of God Hospital2, 3, 4
The Marian Centre
Waikiki Private Hospital
1 Includes Busselton Hospice Care Incorporated.
2 Includes the following St John of God Hospitals: Bunbury, Geraldton, Mt Lawley, Murdoch, Midland & Subiaco.
3 St John of God Mt Lawley Hospital was previously known as Mercy Hospital and Mount Lawley Private Hospital.
4 St John of God Hospital Midland opened on 24 November 2015 and provided HaDSCO with complaints data from 24 November 2015 – 30 June
2016.
Health and Disability Services Complaints Office 2015-16 Annual Report 116
6.2. Disability providers who are prescribed under S48A of the
Disability Services Act 1993
Disability service provider Legal Name
Ability Centre The Cerebral Palsy Association of
Western Australia Ltd
Activ Activ Foundation Incorporated
Adventist Residential Care Nollamara Seventh-day Adventist Aged Care
(Western Australia)
Autism Association of Western Australia Autism Association of Western Australia
Inc
Avivo (previously Perth Home Care
Services) Perth Home Care Services Inc.
Baptistcare Baptistcare Incorporated
Community Living Association Community Living Association Inc.
Disability Services Commission Disability Services Commission
Empowering People in Communities
(EPIC)
Empowering People in Communities
(EPIC) Inc.
Enable Southwest Enable Southwest Inc.
Identitywa Identitywa
Lady Lawley Cottage Australian Red Cross Society (t/as Lady
Lawley Cottage)
Lifestyle Solutions Lifestyle Solutions (Aust) Ltd (Western
Operations)
Mosaic Community Care Mosaic Community Care Inc.
My Place (WA) My Place Foundation Inc.
Nulsen Nulsen Haven Association (Inc.)
Rocky Bay Rocky Bay Incorporated
Senses Australia Senses Australia
Therapy Focus Therapy Focus Incorporated
UnitingCare West UnitingCare West
Health and Disability Services Complaints Office 2015-16 Annual Report 117
6.3. AHPRA register of national boards and professionals
National Board Profession Division
Aboriginal and Torres
Strait Islander Health
Practice Board of
Australia
Aboriginal and Torres
Strait Islander Health
Practitioner
Chinese Medicine Board
of Australia
Chinese Medicine
Practitioner
Acupuncturist
Chinese herbal medicine
practitioner
Chinese herbal dispenser
Chiropractic Board of
Australia Chiropractor
Dental Board of Australia Dental Practitioner
Dentist
Dental therapist
Dental hygienist
Dental prosthetist
Oral health therapist
Medical Board of
Australia Medical Practitioner
Medical Radiation
Practice Board of
Australia
Medical Radiation
Practitioner
Diagnostic radiographer
Nuclear medicine
technologists
Radiation therapist
Nursing and Midwifery
Board of Australia Midwife and Nurse
Registered nurse (Division
1)
Enrolled nurse (Division 2)
Occupational Therapy
Board of Australia Occupational therapist
Optometry Board of
Australia Optometrist
Osteopathy Board of
Australia Osteopath
Pharmacy Board of
Australia Pharmacist
Physiotherapy Board of
Australia Physiotherapist
Podiatry Board of
Australia Podiatrist
Psychology Board of
Australia Psychologist
Health and Disability Services Complaints Office 2015-16 Annual Report 118